Regional Tech Manager

This role also oversees the development of enterprise standards and technology initiatives, and the IT governance process. The Technical Operations Manager will be responsible for the direct management of two shifts that provide that provide 12 x 7 operational support for Companies’ infrastructure and foundational applications, as well as other support technical team members.  In addition to the direct management of the shifts the manager will provide directional leadership as needed for other technical smaller teams that are collocated in Lithuania. The Manager will be responsible for ensuring the shifts maintain a consistently high level of engagement across each shift and collaborating with peers in other operation center locations (Sydney, Australia and Dallas, Texas).  This role is ultimately responsible the performance all deployed infrastructure (Servers, Storage, Backup, Network, Windows, Linux, VMWare, VDI) during the EMEA shift.  This role is the “face” of Digital Business Solutions team during incidents, providing clear concise updates to impacted business lines.

Person in this role must be able to work collaboratively with system users and other technical colleagues. Individuals work across all functional areas of the enterprise and use a strong client service orientation to ensure that all requests and problems are resolved in a professional manner. 

IT Leaders are also responsible for analyzing trends in technology, assessing the impact of emerging technologies on the business, providing solutions to address technology and business issues, and managing financial resources while ensuring the development of high-quality technology solutions. These solutions must be developed at the best possible cost and be aligned with customer and business needs while establishing relationships with employees and key internal and external stakeholders.

What your background should look like:

• Manage supervisors of shift teams; prioritizing tasks, assigning work (based on skills) and verifying tickets are handled accordingly
• Understand ITIL process
• Seek efficiencies across the environment to hone process and reduce length of outages
• Notifications to appropriate stakeholders and communication to management on critical operational events
• Escalations of critical outages to proper vendors and within vendor TAC
• Communications to senior Companies’ executives
• Provide proper shift turnover to incoming shift leveraging uniform standard process
• Accustom to working globally
• Used to doing whatever it takes to fix what is broken.
• Technical operational issue remediation (Full escalation through Level 3 engineers)
• Act on alerts, escalated incidents, and daily change requests within SLAs
• Implement Change Requests for supported infrastructure
• Manages the development and implementation of IT initiatives to support business strategy
• Manages the improvement processes that impact customer satisfaction and relationships
• Owns the designated processes and is accountable for ensuring that established processes are followed.
• Ensures internal SLAs are met.
• Communicates organization information through department meetings, one-on-one meetings, and other communication vehicles.
• Supports an environment of open and upward communication with all staff to ensure positive employee morale, effective conflict resolution and upward flow of creative ideas for the benefit of the Company and its employees.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.
• Typically has 7 to 10 years of IT and business/industry work experience, with knowledge of one process/service.
• Requires experience in managing teams and building relationships with people at a variety of levels.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Expert knowledge of network design, solutions, and systems
• Demonstrated ability to formulate and execute business strategies to exceed operational expectations and further enhance the customer experience
• Requires demonstrated ability to launch and deliver one or more IT project(s) on time and within budget
• Understanding of business strategy and ability to translate strategy into system and technology solutions
• Demonstrated “hands on” experience working in large-scale environments and tweaking business processes to support growth and productivity
• Demonstrated ability to lead change, able to take calculated risk and seeks continuous improvement
• Ability to communicate effectively both orally and in writing; ability to communicate with customers, associates and management; solid teamwork and interpersonal skills
• Strong time management and organizational skills
• Problem solving skills
• Ability to resolve conflicts
• Strong presentation skills; ability to present and discuss strategies and technical information in a manner that establishes rapport, persuades others, and gains understanding
• Ability to establish solid relationships with vendors in support of initiatives; ability to negotiate and manage outside vendors against deliverables
• Solid project management skills including the ability to effectively deploy resources and manage multiple projects of various diverse scope in a cross-functional environment
• Knowledge of key technology standards around ITIL and service delivery